NPTA Complaints Process 

 

At the National Pest Technicians Association (NPTA), we are committed to maintaining the highest standards of professionalism and service among our members. While we expect our members to operate in accordance with legislation and best practice, we recognise that issues may occasionally arise.

This process outlines how complaints can be made and how they are managed by the NPTA.

 

What We Investigate 

We handle complaints relating to:

  • Health & Safety concerns
  • Breach of pest control legislation
  • Professional misconduct or non-compliance with NPTA standards

Please note:

We do not investigate financial disputes. These should be referred to Trading Standards or resolved through appropriate legal channels.

 

Step 1: Try to Resolve It Directly 

Before making a formal complaint, we recommend attempting to resolve the issue directly with the pest control company involved. Many concerns can be quickly resolved through open communication.

 

Step 2: Submit a Formal Complaint

If the issue remains unresolved, please complete the appropriate complaint form:

Include as much supporting information as possible, such as:

  • Written quotations
  • Treatment reports or risk assessments
  • Date and description of the incident

Completed forms can be sent via post or email to the NPTA office. We aim to acknowledge all complaints within 3 working days.

 

Step 3: Investigation Process

If the complaint is within our remit:

  • A formal investigation will begin.
  • We aim to respond within 14 working days with our findings. If the issue is complex, this may take longer, but we will keep you updated with an interim response.

Please note:
We can only correspond with the individual making the complaint. For example, if a tenant raises a complaint where the landlord is the paying client, we will ask that the issue is raised through the correct party.

 

Step 4: Outcome and Escalation

Once the investigation is complete, you will receive a written response outlining our findings and any action taken.

If you are not satisfied with the outcome, you may escalate the matter in writing to the Chief Executive Officer of the NPTA for review.

 

Record Keeping and Member Oversight 

All written complaints are logged and monitored. If the investigation identifies non-compliance:

  • Spot-check audits may be conducted.
  • The member may be required to take corrective action.
  • Persistent or serious breaches could lead to disciplinary measures, including termination of membership.